Ever walked into a fast food chain and not found a menu to order from. Usually their menu is right up front on the wall (right in your face). What about a restaurant without a menu card. Imagine how hard it will be to communicate exactly what you want to eat as a customer.
So on taking orders and delivery, the food industry has got it pretty much right, but so have several others. Think Retail – where prices of products are clearly marked, product features described etc.
Traditionally, IT organizations have seen CMDB as a mechanism to gain better handle on where their individual technology components are, who maintains them and track basic information about their current state. What is that you are looking from CMDB?
Looking at the Gartner Hype Cycle for IT Operations Management, issued in June 2007, many of the up-and-coming products including IT Service Catalog, IT Service Portfolio Management, etc are catered for in ITIL V3. In V3, the Service Catalog concept have been enhanced and coupled with Demand Management, Portfolio Management and Request fulfillment. With the expectations from service catalog on a rise, organizations need to plan carefully to choosing what "functions" they want to deliver with their Service catalog program.
Continue reading "Service Catalog - What is your focus area.?" »
With V3.0 shifting the focus of ITIL from its traditional process centric approach towards a service lifecycle approach, there is an increased need for defining service centric roles within IT organizations. This paradigm shift of focus from IT systems & processes view to IT services view, which drive creation of values and influence positive outcomes to the customers, have made services the most dynamic “asset” with in an IT organization. As organizations progress towards the “Service-centric” model, the question of "who owns a Service" is being asked within an organization perpetually at various levels and at various times.
Continue reading "Defining the Service Owner role - Part 1" »
Service Lifecycle, Service Portfolio, Service Catalog, Service Asset, oh dear. It goes on. And ITIL V3 just exponentially increased the IT vocabulary around the Service front, it seems.
So, how does someone navigate through this Service Conundrum? Well, here's introducing Renjith Sreekumar -
Through these blogs, I have requested Renjith to share his experience of designing and managing Service centric processes. Renjith is a consultant with the IT Service Management Process Consulting Group of Infosys. Over the past few years, he has helped several ITIL driven process engagements with clients including global fortune 500 companies.
Over to you, Renjith.
Continue reading "Service Catalog - The tip of the iceberg" »
